The job holder is responsible for driving the acquisition of new digital customers, enhancing their engagement and maximizing their lifetime value. This position is essential for expanding the banks digital customer base, fostering long-term engagement and retention, and managing churn levels contributing to sustained growth in a competitive digital landscape. The job holder will be responsible for leveraging business intelligence systems and data to enhance the customer lifetime value, optimize user experience, simplify customer journeys and resolve customer complaints. The role is responsible for driving digital platform usage and activity measured by customer transaction counts, ticket sizes and monthly active users (MAU) and average revenue per user (ARPU). Manager, Digital Acquisition, Engagement & Customer Value Management
Key Responsibilities; -
- Drive Digital Customer Acquisition
Develop and implement strategies to attract and convert new digital customers and merchants, expanding the Vooma wallet user base and cross selling other Vooma propositions.
- Enhance Customer Engagement
Create and execute initiatives to deepen customer engagement, ensuring sustained interaction with Vooma wallets using customer value management tools.
- Maximize Customer Lifetime Value (CLV)
Utilize business intelligence and data analytics to increase the lifetime value of customers, focusing on long-term profitability.
Continuously improve the user experience by simplifying customer journeys and ensuring a seamless interaction with the Vooma platform.
- Manage Churn and Retention
Develop and implement strategies to reduce customer churn and increase retention, fostering long-term loyalty to the Vooma ecosystem.
- Leverage Data-Driven Insights
Use data and analytics to inform decision-making and enhance the effectiveness of acquisition, engagement, and retention strategies.
- Resolve Customer Complaints
Oversee the resolution of customer complaints, ensuring high levels of satisfaction and preventing negative impact on customer retention and improve the net promoter score (NPS)
- Increase Vooma Wallet Usage
Drive the growth of Vooma wallet activity, focusing on increasing customer transaction counts, ticket sizes, and monthly active users (MAU).
- Optimize Revenue Per User
Focus on increasing the average revenue per user (ARPU) through targeted campaigns and value-added services.
- Monitor and Report Performance Metrics
Regularly track and report key performance indicators (KPIs) such as customer acquisition rates, engagement levels, CLV, MAU, ARPU, and churn/dormancy rates to ensure alignment with business goals.
The Person
For the above position, the successful applicant should have the following:
- Bachelor's degree in Commerce/Business Related Field / IT/ statistics / Data science.
- Master’s degree in Business Administration (MBA)/ Marketing/Related Field is an added advantage
- Professional qualification/Member of a Relevant Professional Body (CIM/Product management).
- 5 years’ work experience, with at least:
- 5 years’ experience in digital customer acquisition
- 4 years’ eexperience in Customer relationship management (CRM) and customer lifecycle management.
- 3 years’ experience in digital platform engagement, retention and churn reduction.
- 3 years’ experience in driving revenue growth and commercial acumen
- 5 years’ experience in Go-To-Market strategies
- 3 years’ experience in customer experience is desired
- 5 years’ experience in fintech/ digital financial services
- 3 years’ experience in data analytics and business intelligence is desired
- 3 years’ experience in customer journeys optimization is desired
- 4 years’ experience in brand management / product management is desired
The above position is a demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.
To be considered your application must be received by Friday,13th September 2024.
Qualified candidates with a disability are encouraged to apply.
Only short-listed candidates will be contacted.
